About National Trust Queensland & Currumbin Wildlife Sanctuary
Voted one of the Gold Coast’s most popular tourist destinations, Currumbin Wildlife Sanctuary is the crown jewel of the National Trust of Australia (Queensland) properties. As one of Queensland’s earliest nature-based attractions, the Sanctuary reflects everything NTAQ stands for - protecting and celebrating our natural and cultural heritage for future generations.
We are currently seeking an experienced and motivated Guest Experience Manager to lead our front-of-house operations and play a key role in delivering a seamless, welcoming and memorable arrival experience across both Currumbin Wildlife Sanctuary and Astra Lumina.
About the Role
Reporting to the Head of Guest Experience, this role leads the daily operations of the Guest & Member Services teams, including Ticketing, Guest Services operations (supporting bookings, group arrivals, and NTAQ Members), and Car Park operations.
As a guest service leader with a genuine affinity for both people and wildlife, you will oversee the end-to-end guest journey, ensuring efficiency, care, and consistently high service standards across all touchpoints. This includes managing ticketing operations, coordinating group arrivals, supporting bookings and reservations, engaging with our highly valued members, and responding to guest feedback with professionalism and a focus on continuous improvement.
As a key operational leader, you will coach and support frontline teams, including volunteers, drive service excellence, and ensure teams are well prepared for peak periods and campaigns. You will actively monitor performance and identify opportunities to enhance the overall guest experience, acting as a key touchpoint across multiple teams at CWS and consistently advocating for our position as a leading tourism attraction delivering exceptional experiences for our diverse guests.
Working closely with internal teams and stakeholders, you will play a critical role in delivering a safe, guest-focused operation. You will bring strong operational oversight, initiative, and confidence in acting as a primary Duty Manager.
About You
You are a passionate and experienced leader with a strong background in guest services within a complex, fast-paced environment. You thrive on creating outstanding customer experiences while leading teams to perform at their best.
Key skills and experience include:
- Extensive experience in a guest services or customer experience leadership role
- Proven ability to lead, coach and develop high-performing teams
- Strong operational capability across ticketing, admissions or front-of-house environments
- Excellent organisational, problem-solving and decision-making skills
- Highly developed communication skills, both written and verbal
- Experience managing guest feedback, complaints and service recovery
- Commercial awareness, with the ability to manage labour and costs in line with business needs
- Confidence working with systems, reporting and Microsoft Office tools
- A collaborative, proactive approach with the ability to work across multiple stakeholders
You will also be comfortable working in a unique outdoor environment alongside wildlife, and be available to work weekends, public holidays and peak periods as required. Drivers license and First Aid Certificate preferred.
What we can offer
Just as we are committed to protecting and celebrating Queensland’s heritage, we are equally committed to supporting and recognising our team members. We offer:
- Free on-site parking
- Access to tertiary education partners and recognised qualifications
- Flexible working arrangements and study leave options
- NTAQ Team Member Card with unlimited entry to Currumbin Wildlife Sanctuary and other SEQ sites, plus generous retail and food & beverage discounts
- Currumbin Wildlife Sanctuary Family & Friends passes
- Access to 470+ fitness facilities through Fitness Passport for you and your family
